Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 4 Unified Contact Center Enterprise Desktop
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Cisco Unified Contact Center Enterprise 7.x SRND
Desktop Components
Call control flows from the agent desktop application to Cisco Unified CallManager. Cisco Unified
CallManager then performs the requested call or device control. The desktop services located on the PG
keep the agent desktop application synchronized with the agent's IP phone state.
CTI Toolkit desktop configuration and behavior information is also managed at the CTI OS server,
simplifying customization, updates, and maintenance, and supporting remote management.
CTI Object Server Services
Desktop Security — Supports secure socket connections between the CTI Object Server on the PG
and the agent, supervisor, or administrator desktop PC. Any CTI application built using the CTI
Toolkit C++ Client Interface Library (CIL) Software Development Kit (SDK) can utilize the desktop
security feature.
Note Desktop Security is not currently available in the .NET and Java CILs.
Quality of Service (QoS) — Supports packet prioritization with the network for desktop call control
messages.
Note QoS is not currently available in the .NET and Java CILs.
Failover Recovery — Supports automatic agent login upon failover.
Chat — Supports message passing and the text chat feature between agents and supervisors.
Silent Monitoring — Supports VoIP monitoring of active calls. The CTI Object Server
communicates with the Silent Monitor Service (SMS) to start/stop the VoIP packet stream
forwarding.
The CTI Object Server is typically installed in duplex mode, with two CTI OS servers running in parallel
for redundancy, one on PG side-A and one on PG side-B. The CTI Toolkit Desktop applications
randomly connect to either server and automatically fail-over to the alternate server if the connection to
the original CTI OS server fails. CTI OS can also run in simplex mode with all clients connecting to a
single server, but Cisco does not recommend this configuration.
Agent capacity sizing for the PG is covered in the chapter on Sizing Unified CCE Components and
Servers, page 9-1.
Note The CTI OS server interfaces to any desktop application built using the CTI Desktop Toolkit Software
Development Kit. Cisco Agent Desktop (Release 6.0 and later) is built upon the C++ CIL Toolkit SDK
and therefore does interface to CTI OS. Beginning with Cisco Agent Desktop Release 7.0(0), a single
CTI OS server can support the use of both CAD and CTI Toolkit desktops concurrently. However, the
agents and supervisors cannot be mixed between these desktop types.
CAD Base Services
Cisco Agent Desktop (CAD) is a software suite that provides a feature-rich packaged solution. CAD
consists of user applications and the CAD Base Services, which can run co-resident on the Peripheral
Gateway within a Unified CCE deployment and are required for CAD deployments only. The CAD Base
Services provide redundancy and warm standby capabilities.
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